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HRT 382Dr. Ben Dewald

Collins School of Hospitality Management

Team Work: Putting it All Together

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Reference

• Cullen, N. (2001). Life Beyond the Line. “Team Work: Putting it All Together”, Chapter 26, pp267-284, Prentice Hall, New Jersey.

• Cal Poly Library:• TX911.3.M27 C8497 2001 

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Outline

Guest service Facts What is a team Successful teams Communication Making teams work Getting the best from

team meetings

Team training Understanding team

behaviors Resolving conflict

within the team Recognizing team

members

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Guest Service Facts

1. If 20 guests are dissatisfied with the foodservice product, 19 won’t tell, and 14 of 20 will take their “business” elsewhere

2. Dissatisfied guests tell an average of 10 other people about their bad experience

3. Satisfied guests will tell an average of 5 people about their positive experience

4. It costs 5 times more money to attract a new guest5. Up to 90% of dissatisfied guests will not call again6. Quality of service is one of the few variables that can

distinguish any foodservice organization from its competition.

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What is a team

Together – Everyone – Achieves – More A group of people working together to

achieve a common goal.

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Successful Teams

What do we want from teamwork? The most effective, rewarding, and productive way of

working together Team building involves getting employees to feel a sense

of belonging and ownership in what they are doing as a group.

To be successful in the hospitality industry, teamwork within and between all departments is essential.

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Communication

Presentation of information

important to get message across. Select best way Words are main communication vehicle Words alone inadequate to present a picture to a

group of people, they will all receive a different picture, even though the all hear the same words.

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Definitions

Communicate: to give share of, to impart: to reveal: to bestow: to have something in common with another: to succeed in conveying one’s meaning to others.

Communication: transmission, imparting; giving of information messages etc. means of communicating: system of transmitting messages.

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What is Communication?

Communication can be as simple as a hand raised in a classroom an answering nod but often much more complicated.

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Four/Five Stages of Successful Communication

1. The Sender’s Idea2. His/Her Expression of the Idea3. The Receipt of the Idea4. The Response to the Idea - ACTIONThere may be a fifth item - FEEDBACK -

from receiver to sender

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One/Two Way Communication

ONE WAY Fast for speaker but

dissatisfied receiver Results less accurate Pleasant experience

for communicator Lower level of

confidence of hearers

TWO WAY More difficult to

prepare & more time needed

Results more accurate More pleasant

experience for receiver Higher level of

confidence.

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The Raw Materials

For person to person communication the possible tools (select the best) include:

SPEECH WRITTEN WORD SIGNS AND GESTURES

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The Rules Of Communication

FORMULATE MESSAGE be clear to the point

TRANSMIT state purpose, create interest

INTERFERENCE beware of noise

RECEIVE & INTERPRET listen, ask questions, purpose, action needed.

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The Method

KEEP TO THE POINT be as precise as possible

KEEP IT SIMPLE use easy words

SAY WHAT YOU MEAN there will still be questions

PLAN YOUR CAMPAIGN choose best time, mode e.g. bulletin board and speech

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The Barriers

LANGUAGE BARRIER avoid long word, jargon, local dialect

HABIT BARRIER don’t do everything the same

DISTRACTION BARRIER try to remove them or make allowances

MISUNDERSTANDING BARRIER slow down and double check.

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Communication - Basic Rules (1)

Feedback from receiver - (build it in) Observation - be aware of non verbal signs

of receiver For clarity - diagrams can help Break it down - don’t overload Try to assess knowledge of receiver Pace - a little slower using familiar language

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Don’t break down too much Notes - notes needed, given or taken Listening - important Interference - take into account Time - adjust to each person.

Communication - Basic Rules (2)

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Developing a Positive Team & Work Climate

Clarify each team member’s role and sort through any interpersonal conflict

Setting aside time to learn and apply quality improvement methods and reviewing work methods which affect team member performance and quality

Listening, receiving, and reacting to team input.

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Team Activities Should:

Stimulate thinking, Create enthusiasm, and Assist in analyzing different approaches to

quality service.

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Great Team Environment

1. An informal relaxed atmosphere2. Understanding of the total quality philosophy3. Willingness to act as a group, communicate, and

listen to each other4. Willingness to share new ideas5. A focus on differences about concepts – not about

team members6. A readiness for action once a course of action has

been arrived at through consensus.

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Training Individuals in Teamwork

For teamwork to be successful, the members of the team must be trained for the task.

1. Role playing or simulations Simulations provide imaginary or real-life

situations that a team member figures out how to solve (HRT 382)

Feedback from the facilitator Case studies

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Getting the Best from Team Meetings

1. Keep meetings to under 12 people2. Start meetings on time3. Be informal; key to putting the team at ease4. Respect the contribution of each team member, avoid

arguments5. Encourage everybody to participate6. Control meeting, interrupt, summarize points 7. Ask debatable questions “which is a better method?”8. Take minutes and decide on actions

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Team Training

1. Job Talk: speech by team leader2. Team Meetings: group discussions3. Role Playing: assuming parts in a realistic situation4. Demonstrations: actual equipment used to demonstrate

action5. Case Study: written narrative of real situation; propose

solution(s) and make decisions6. Apprenticeship: trainee’s work under guidance7. On the Job training (OJT): repeated instruction and

supervised practice.

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Difficult People & Teamwork

Team member will disagree. Balance emotional and rational reactions to behavior that upsets you:

1. Take a break2. Count to 10 if official break is not possible3. Consult a third party4. Acknowledge and talk about your emotions5. Accept responsibility and apologize if an argument

erupt6. Prepare yourself when you know an emotional

situation is likely.

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Human Characteristics

Hostile-aggressive: bully and overwhelm others Complainers: gripe incessantly but do nothing Silent & unresponsives: respond to every question and plea for

help with a yes, a no or a grunt. Superagreeables: reasonable, sincere and supportive in presence

of others but do not produce Negativists: “It won’t work” deflate other optimism Know-it-all experts: condescending, imposing (if they know)

pompous (if they don’t). Make other feel like idiots Indecisives: stall major decisions until decisions are made for

them. Can’t let anything go until it is perfect, which means never.

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Resolving Conflict within the Team

Conflict is inevitable within all teams.

If handled correctly this might lead to greater creativity and innovation by challenging assumptions, values, and proposals.

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Causes of Conflict

Confusion: unclear team goal or objectives Perception: interpretation based on past

experiences Emotions and egos: cloud judgment, confuse facts

and feeling, and get things out of proportion. (Also a tremendous source of energy and morale, should not be ignored)

Communication: both verbal and non-verbal provides an opportunity for misinterpretation.

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Overcome & Resolve Conflict

Present issues unemotionally – use “I” message and ask team members for help. “Can we agree to work together on this? I really need your help.”

Clarify and define the issue. “Here is how I see the problem, what do you think is the issue?”

Understand the other person’s position, listen without judgment or rebuttal, ask for clarification (probe), “can you tell me more about that?”

Give your point of view. Use “I” statements, test for understanding Develop common objectives or conditions.“What are we all after?” Brainstorm alternatives, put judgment on hold Jointly choose one alternative Finally decide how each member will know if solution is working.

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Recognizing Team Members

1. Send letter to thank team members for help2. Develop “behind the scenes” award3. Create “best idea of the day/year/quarter/project”4. Honor helpful peers in a meeting/briefing5. Create a visibility wall to display information, posters,

pictures, thanking individuals and describing their contributions, team picture

6. Take interest in a team member’s development7. Have stock of small gifts to give to people you “catch

doing things right”.

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Review Questions

1. Describe the benefits of a team approach in the food service industry

2. Outline attributes of successful teams3. Describe why effective communication is vital in the food

service industry4. Explain the steps in conducting effective meetings5. Outline benefits and elements associated with teamwork

and training6. Explain the complexities involved with understanding team

member behaviors, and discuss how to deal with difficult people and resolve conflict.